Maintenance Technical Support Coordinator IV

Ryder System, Inc.; Salt Lake City (UT); On-site; USD 70,000 - 95,000; Full time

Job summary

Ryder System, Inc. in Salt Lake City seeks a Maintenance Technical Support Coordinator IV to own Tier 2 emergency roadside cases from start to finish, deciding on internal technicians or third-party callouts.

Resolve issues on Ryder lease or contract vehicles using extensive maintenance knowledge to improve uptime and customer satisfaction. The role requires open availability for rotating shifts including evenings and weekends, collaboration with the RCRC, and ongoing training to stay current

Qualifications

• H.S. diploma/GED required.
• ASE certifications preferred.
• 5+ years in Ryder operations shop environment preferred.
• 2+ years in Ryder operations direct customer service exposure preferred.
• 4+ years in transportation maintenance required.
• 2+ years in technical diagnostic and customer resolution exposure required

Responsibilities

• Assess, troubleshoot and remedy vehicle roadside breakdowns with full autonomous decision-making.
• Assist with follow ups, escalations, service provider interactions and provide summaries to maintenance team.
• Provide updated technical knowledge and training materials to the team.
• Mentor the Tier 1 call center team and provide status updates and training.

Skills

Ryder fleet systems

Vehicle diagnostics

Electrical systems

OEM knowledge

Communication

Spanish language

Education

HS diploma/GED

ASE certifications

Vocational/Technical cert

Tools

Diagnostic testing equipment

Shop computers

Job description

Job Description

Summary

The Maintenance Technical Support Coordinator IV position is responsible for taking complete ownership of all Tier 2 emergency roadside cases, from start to finish. This position has the authority and autonomy to determine whether we send an internal technician for call out or send the work to a third party. The function of this position is to resolve technical related problems on Ryder lease or contract vehicles stemming from manufacture quality, engineering shortcomings, manufacturing defects, misapplication as well as general reliability, durability or other operational issues. Using strong maintenance knowledge and various proven problem solving processes, they will address and resolve customer roadside unit breakdown or system failure issues via telephonic communication with customers in breakdown situations, identifying and executing the best course of action to resolve the issue or problem and will as a result, improve the customer experience with quick uptime results.

Remote

Schedule

Must be open to all shifts and weekends

Essential Functions

• Assess research, trouble-shoot and remedy vehicle roadside breakdowns handled through Ryder Customer Response Center (RCRC) with full autonomy of decisions related to cost and responsible to improving customer uptime

• Assist with follow ups, escalations, service provider interactions in partnership with RCRC agents and leadership. Provide periodic summaries and analysis to the maintenance team to improve breakdowns, OEM quality, and warranty issues.

• Provide updated technical knowledge to the maintenance team, including OEM provided information, internal technical training, technical bulletins, infoCenter and other sources for training and development.

• Mentor the Tier 1 call center team. Provide status updates, participate in other meetings, and provide periodic training.

Additional Responsibilities

• Performs other duties as assigned.

Skills and Abilities

• Highly technical skills with expertise experience related to Ryder fleet assets

• Expertise in refrigeration, lift gate, electrical, after-treatment systems, OEM platform and Ryder technical certifications/qualifications (PM, Brake, Tire & Wheel, A/C, Battery Charge & Check, etc.)

• Ability to elicit and understand detailed descriptions/communications from customer drivers and/or dispatchers related to unit issues/breakdown detail

• Ability to communicate and direct recommendations for driver initiated “fixes” to units based on the diagnostic communications in a safe and clear manner; Strong interpersonal, listening and analytical communication skills

• Ability to identify and communicate necessary technical needs and required tools to address the mechanical issues relayed from the driver

• Working knowledge of vendor recommendations related to specific customer unit breakdown needs based on equipment and part needs

• Ability to analyze and recommend out service/towing solutions vson-call mobile technician

• Ability to diagnose, recommend and communicate mechanical and electrical repair recommendations with minimal (if any) support utilizing diagnostic and technical expertise experience; Must possess demonstrated analytical and repair skills in overall vehicle maintenance

• Active learner and ability to stay abreast of new product and technology advancements in the industry by participating in training opportunities to maintain technical expertise related to new and changing unit technology

• Ability to speak, understand, read and write English

• Ability to speak, understand, read and write Spanish (preferred)

• Ability to calmly manage and influence high pressure environment in addressing critical customer breakdown issues; establish and maintain strong relationships in times of crisis

• Possess basic computer skills including Ryder systems including the ability to operate automated shop computers and diagnostic testing equipment

• Must be available to work alternate shifts/schedules including evenings, weekends and on-call as needed

Qualifications

• H.S. diploma/GED required

• Vocational or Technical Certification preferred -ASE certifications

• Five (5) years or more working in a Ryder Operations (shop) environment preferred

• Two (2) years or more in Ryder operations direct customer service exposure preferred

• Four (4) years or more in transportation maintenance required

• Two (2) years or more in technical diagnostic and customer resolution exposure related to most major vehicle/engines in Ryder fleet required

• ASE Certifications

Travel

None

DOT Regulated

No

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Job Category

Customer Service

Our Culture & Commitment

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

Compensation Information

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data